I spend $1740 on mobile, $249 on the swap program, and $129 for swap requests, a Total of $2118 on Samsung S20 ultra. When I request the swap device, they deliver me a mobile whose camera was not working. Not one time, 2 times. I called Samsung, no one receive the call. Samsung store told me they don’t look at the matter and contacted Samsung care plus. Samsung care plus told me they don’t look at the matter so contact 3rd party (don’t remember the name). I requested the Samsung store if they can send mail to Samsung care plus and put me on CC in the mail. He confirmed that my mobile camera is not working but refused to put me on CC in emails. After calling in so many numbers. Dan from Samsung care plus told me to send the mobile back and they will send me another one. I requested them if I can get my mobile swapped that day only, even I was ready to drive 3 to 4 hours as well because my current mobile has some call issue and I work through my mobile. He said “NO”. They deliver me another mobile but again its camera was not working properly. I called Samsung care plus. Dan told me to go to the Samsung store if there are any problems with the settings. I told him; I already checked all the settings, but he insisted I go to the Samsung store. So, again I visited the Samsung store, the guy from the Samsung store told me, yes there is a problem with the camera, and he sent me a mail. I waited outside the Samsung store and called Samsung care plus, one lady picks up the call and said Dan will call me back in 30 mins. I waited no one called me back. So, I called them again, but the line was busy. I called again and Dan put me on hold again and again. During the whole process, I called so many agents so many times. Explained my problem each time. They put me on hold. I Visited the Samsung store thrice. Still, the problem is not solved. I am very disappointed with the service provided by my Samsung. I requested a refund. In reply Dan told me there are terms and conditions for canceling the Samsung care plus program and I can put the feedback in the system and after 4 to 5 days, someone will reply to me. How can terms and conditions apply when it’s your fault? I already informed you how urgent I need a mobile and it’s not my fault and still, I have to wait to days just for the reply. WOW And the guy who sold me the mobile told me I will get NEW mobile and in the same color. So, I was misinformed as well. I asked him if I can talk to his manager. He told me I will get a call from my supervisor within 30 mins. AND GUESS WHAT I HAVEN’T GOT ANY CALL FROM THEM. PATHETIC SERVICE. So much of my time and money was wasted because of this. Traveling to Samsung stores, and Australian post for sending the faulty mobile back and calling in so many numbers and telling the same things again and again. I’m so frustrated with all this. Nothing has given me this much headache in my life. My previous mobile has a call issue. I use my mobile for work, so I need to buy a mobile urgently. I don’t want a Samsung mobile because I don’t like the service at all, So, I would like to request you to refund me in full $2118 urgently. I would appreciate your feedback as soon as possible